This is a Customer Support Specialist role with Klaviyo based in Sydney, NSW, AU

== Klaviyo ==

Role Seniority - junior

More About The Customer Support Specialist Role At Klaviyo

Customer Support Specialists (called Product Experts at Klaviyo) are a critical part of our future success. We take the success of our customers incredibly seriously. Our mission is to deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills, and in the process, consistently meet and exceed customer expectations. We are looking for a Product Expert who is passionate about providing the best support to our APAC customers who are scaling their businesses with Klaviyo.

We are very interested in individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve for customers using our software.

How You Will Make a Difference

• Develop an in-depth knowledge of the Klaviyo platform
• Provide high-quality product support for Klaviyo customers, partnering with them to effectively resolve their issues through email and live chat
• Communicate thoughtfully to provide answers to questions for both technical and non-technical end users while also supporting a wide range of technologies
• Diagnose software issues and resolve escalated customer complaints engage using established processes
• Provide support & guidance on non-technical related questions (e.g: marketing, sales, other e-commerce setup questions)
• Communicate thoughtfully and effectively with all Klaviyo customers
• Document troubleshooting and problem resolution steps.
  
  

Who You Are

• A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills.
• Passionate about creative problem solving for customers and end users
• Self-motivated, eager to learn and thrive in a collaborative environment
• Capable of adapting quickly to changing priorities
• Experience with or able to quickly pick-up:
• Microsoft Office Suite, G-Suite, Google Sheets, PowerPoint, Zendesk, and Salesforce
• Web works, networking, and software products
• DNS, IPs and other networking concepts
• APIs
• Email marketing platforms and E-Commerce platforms
  
  

Requirements

• Full authorisation to work in Australia without any restrictions
• Ability to work a Saturday - Wednesday working week (working weekends)
  
  

We use Covey as part of our hiring and / or promotional process. For jobs or candidates in NYC, certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on April 3, 2025.

Please see the independent bias audit report covering our use of Covey here

Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Klaviyo team will be there to support your growth.

🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢

Key Responsibilities

• 📞 Providing product support
• 🔧 Diagnosing issues
• 📝 Documenting solutions
  
  

Key Strengths

• 📚 Product knowledge
• 💬 Communication skills
• 🧩 Problem-solving
• 💻 Technical proficiency
• 🌐 Networking knowledge
• 🛒 E-commerce familiarity
  
  

Why Klaviyo is partnering with Hatch on this role. Hatch exists to level the playing field for people as they discover a career that’s right for them. So when you apply you have the chance to show more than just your resume.

A Final Note: This is a role with Klaviyo not with Hatch.